Pivoting to a Virtual IT Support Model for Fully Remote Teams

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2020 will forever be remembered as a year of disruptions caused by the COVID-19 pandemic.   Businesses were faced with many problems – the first being that all personnel were forced into a remote work arrangement. Almost overnight, the technical infrastructure and support needs transformed.

Fortunately, WHIM had already outfitted all users with laptops and provided security and remote collaboration tools training. A technical support portal for request submission and a self-service knowledge base was also already in place. Nonetheless, new requirements for at-home workstations, remote onboarding/offboarding, remote technical support, and remote monitoring of all network and application infrastructure needed to be met quickly. Therefore, architecture and technical support processes were needed to fully support a distributed team and create efficiencies for an uncertain time.


  • Meet team members’ work station needs both at home and at the office.
  • Boost end user training to fully utilize remote collaboration tools
  • Provide technical support and training regardless of team member location


Whim equipped DRP team members with the tools and skills they needed to quickly and successfully transition to a remote working environment while significantly reducing support and infrastructure costs over time.

  • Full migration from local domain and servers to cloud architecture
  • Advanced training and support for remote collaboration tools
  • Flexible and responsive technical onboarding/offboarding procedures
  • Workstation asset (monitors, docks, keyboards, mice, and cables) acquisition and management for home office use
  • Extended employee home network support, training, and security recommendations
  • Reduction of total helpdesk by approximately 50% between Q1 and Q4
  • Reduction of overall managed service costs by approximately 30%

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